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Tech Support Representative

Basic Information

Ref Number

Req_00042182

Primary Location

GT - Guatemala - Torre Pradera

Država

Guatemala

Description and Requirements

About the role

We are seeking a skilled and customer-oriented Technical Support Specialist to join our team environment. This role involves providing high-level technical assistance to customers, troubleshooting issues, and offering effective solutions to ensure optimal product performance. The ideal candidate will have strong problem-solving skills, a deep understanding of technical systems, and the ability to communicate complex information clearly and efficiently. This position is essential in maintaining customer satisfaction while addressing and resolving technical concerns in a timely manner.


Key Responsibilities

  • Provide expert technical guidance for internet, TV, and phone services.

  • Diagnose and resolve complex connectivity and equipment issues.

  • Ensure consistent handling of technical escalations and troubleshooting.

  • Document and analyze customer interactions for service improvement.

  • Maintain updated knowledge of technical systems and procedures.

  • Collaborate with technical teams to resolve intricate system problems.

  • Monitor and enhance customer technical support experiences.

  • Conduct systematic follow-ups on resolved technical issues.

  • Contribute to the development of technical support resources.

  • Manage priority technical inquiries during high-volume periods.


Requirements

  • Experience: 1+ years of experience preferred in technical support or related field.

  • Schedule flexibility (evenings, weekends and holidays).

  • Work Modality: Must be flexible to work on-site.

  • Education: Minimum High School Diploma or equivalent certification required.

  • Language: English B2 Spoken & Written (CEFR).

  • Legal Documentation:

    • NIT

    • DPI

Join our team and develop your expertise in technical support while providing exceptional service to ensure our clients' technology solutions run smoothly!

If you have any questions or comments about this open position, write to:

sourcing.recruitment@telusinternational.com

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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